Customer Service

About Customer Service

If you’re a good communicator and enjoy helping people, a career in customer service would be perfect for you, due to the varied nature of the customer service industry there are many job roles that apply to a customer service apprentice.

Within a company you would often be a customer’s first point of contact, customer service skills are transferable across sectors and can be applied to many job roles.

What you'll be doing

During the Apprenticeship you will cover areas such as:

  • Process information about customers
  • Keeping records
  • Make customer service personal
  • Deliver reliable customer service
  • Resolve customer service problems
  • Gathering customer feedback
  • Develop customer relationships
  • Communicating effectively with customers face to face
  • Communicating effectively with customers in writing, or by telephone
  • Promoting products and services

You do not always need academic qualifications to start training working in Customer Service however some employers may prefer you to have a good standard of general education such as GCSEs, including English and Maths.

Typical qualities employers look for include:

  • Good telephone manner
  • Attention to detail
  • Be able to work as part of a team or on your own
  • Positive approach to work
  • Willingness to help others

The Level 2 and Level 3 Diploma in Customer Service qualifications, includes both knowledge and competence units.


On completion of the Apprenticeship there may be the opportunity to progress onto other qualifications for example:

At an advanced Apprenticeship level, dedicated customer service job roles will include:

  • Customer Relationship Manager
  • Customer Support Officer
  • Customer Service Team Leader
  • Customer Service Supervisor
  • Customer Service Co-ordinator


On completion of the Apprenticeship there may be the opportunity to progress onto higher apprenticeship qualifications, for example:

  • Contact Centre Management
  • Business Administration
  • Team Leading
  • Management and Leadership qualifications